NOW PUBLISHED!

We are proud to announce that the book ‘Handbook of Service Experience’ has now been published!

Summary

This prescient Handbook adopts an overarching perspective on service experiences in business contexts. Incorporating up-to-date research and empirical case studies, chapters focus on customer experience design, innovation and management in the digital era.

The Handbook of Service Experience sheds new light on the field, presenting novel theoretical and managerial insights to enhance our understanding of this complex area. Global experts from academia and practice contribute by addressing key themes, including theoretically conceptualising the service experience and exploring how to leverage digital technologies to better design, innovate and manage customer experience, whilst also acknowledging sustainability considerations, risks and ethical implications. They present different perspectives across various public and private sectors, such as healthcare and the fast-food industry, as well as B2B services, to improve understanding of what a service experience is, how it can be facilitated, when it occurs, and why it is important.

Comprehensive in scope, this unique Handbook is an invaluable resource for students and academics in business administration, digital marketing and service design, and organisational, social and occupational psychology. Its detailed practical applications and examinations of service experience will also be highly beneficial to professionals and entrepreneurs alike.

This book includes 27 brilliant chapters as follows:

Part I: INTRODUCTION TO SERVICE EXPERIENCE

Chapter 1:  Setting the foundation of service experience in research and practice

Per Kristensson; Lars Witell and Mohamed Zaki

Part II: SERVICE EXPERIENCE CONCEPTUALIZATIONS

Chapter 2: Customer experience: the touchpoint‒contexts‒qualities nomenclature

Arne De Keyser; Katrien Verleye; Katherine N. Lemon; Chiara Orsingher; Aric Zion and Amanda Johnson

Chapter 3: Service experiencing versus experiencing services

Christian Grönroos

Chapter 4: The art experience triad: conceptual underpinnings and implications

Pekka Saarikorpi and Kristina Heinonen

Chapter 5: Who is the individual and collective actor in service experience?

Anu Helkkula

Part III: SERVICE EXPERIENCE DESIGN AND INNOVATION

Chapter 6: How quality and innovation drive the service experience

Seidali Kurtmollaiev; Tor W. Andreassen; and Line Lervik-Olsen

Chapter 7: Service innovation process development in public and private sector organisations

Ruusa Ligthart

Chapter 8: Service innovation in the age of artificial intelligence: the case study of D*motion method

Daniela Corsaro; Emma Zavarrone and Valerio D’Amico

Chapter 9:  Enhancing customer experience in digital servitization: the impact of service-dominant logic

Maria åkesson; Nina Löfberg and Bård Tronvoll

Chapter 10: Co-therapy services to enhance patient experience design

Maria Francesca Renzi; Roberta Guglielmetti Mugion; Laura Di Pietro and Veronica Ungaro

Part IV: SERVICE EXPERIENCE EMPOWERED BY TECHNOLOGY

Chapter 11: The shift to fast-good service experience through digitalization: lessons from KFC

Gautam Jha; Jatin Chandwani and Mohamed Zaki

Chapter 12: Partner, master, or servant? How older adults experience their relationship with socially assistive robots

Bente Peusen; Kars Mennens and Dominik Mahr

Chapter 13: Providing a personalised service experience using artificial intelligence

Jan H. Blümel and Mohamed Zaki

Chapter 14: Human augmentation technology as a driver of enhanced service experiences

Kentaro Watanabe and Bach Quang Ho

Chapter 15: Value opportunities for business models with digital twins

Erika Pärn; Michael Grieves and Mohamed Zaki

Chapter 16: Co-designing sustainable product–service systems

Yusuke Kishita; Kentaro Watanabe and Koji Kimita

Part V: SERVICE EXPERIENCE RISKS AND ETHICS

Chapter 17: Risky service experience? The role of risk in B2B customer journeys

Ekaterina Panina; Elina Jaakkola and Harri Terho

Chapter 18: Managing customer experiences in times of crisis

Bård Tronvoll and Bo Edvardsson

Chapter 19: The AI-empowered dark patterns

Agnieszka Kitkowska

Chapter 20: Frontline employee lying behaviour shaping the customer experience

Hannah Snyder and Lars Witell

Part VI: SERVICE EXPERIENCE MANAGEMENT AND DATA ANALYTICS

Chapter 21: From dream to reality: a roadmap for customer experience management implementation

Yves Van Vaerenbergh; Inês Ferraz Teixeira; Britt Vancoetsem and Dirk Frans

Chapter 22: Extracting insights on service experiences from unstructured text data

Andrew S. Gallan and Rakesh Niraj

Chapter 23: How service experience can shape customer churn from a service-dominant logic perspective

Carolina Martínez-Troncoso and David Díaz Solis

Chapter 24: Neurophysiological frontiers in service research: unraveling the mysteries of customer experience

Poja Shams and Nanouk Verhulst

Part VII: SERVICE EXPERIENCE AND SUSTAINABILITY

Chapter 25: The customer reuse experience

Jenny Karlsson; Lars Witell; Klas Hedvall and Carolina Camén

Chapter 26: Service experience in the access economy: managing experiences in mobility services

Brenda Nansubuga; Christian Kowalkowski and Hugo Guyader

Chapter 27: Volunteer service experiences: the case of senior tour guides

Kunio Shirahada and Alan Wilson

Edited by:

Per Kristensson, Professor of Psychology, Service Research Center, Karlstad University,
Lars Witell, Professor of Business Administration, Linköping University, Sweden
Mohamed Zaki, Professor, Cambridge Service Alliance, Institute for Manufacturing, University of Cambridge, UK

Purchase Here:

https://www.elgaronline.com/edcollbook/book/9781035300198/9781035300198.xml